1) Question: It is important for a customer service representative to:
Options:
A) be as formal as possible
B) reflect their company's culture
Correct Answer: B
2) Question: You work for a furniture company and a customer calls asking what finishes you offer. You list them to the customer. The customer then asks "do not you also offer ____?" you are not sure so you.......
Answer: Ask them to hold one moment while you double check.
3) Which of the following would be a measurable aspect of customer service?
Options:
A) The number of products sold
B) An overall customer satisfaction rating of 90%
Correct Answer: B
4) Between replying to a customer query immediately without any concrete solution and replying to a customer query with some delay but with a concrete solution, which one is more likely to make the customer happy with your service?
Answer: Replying with some delay but with a concrete solution
5) What are the two factors to consider when Creating Customer Service Strategy?
Options:
A) The competition's as well as the customers' reaction to the plan
B) The time needed to create and implement, and the cost of implementation
Correct Answer: B
6) Providing customer service on the internet is different from providing customer service on the phone. Which of the following is/are true about providing customer service on the internet?
Options:
A) The lag between when a customer writes to the company and when the company writes back to them helps offer better responses than is possible on the phone.
B) Email conversations can feel too formal and rather unfriendly.
Correct Answer: B
